PERFORMANCE DEGRADATION BEGAN
5:52 pm CEST, Sep 10
During a performance degradation, end users are able to access the service, however, some functionality within the service may not be available or running at optimal performance.

IMPLEMENTING SOLUTION
5:53 pm CEST, Sep 10
The Salesforce Technology team continues to investigate the service disruption impacting the EU18 instance. We are terminating background jobs and isolating the instance from traffic to allow a clear restart.

ROOT CAUSE
On September 10, 2018 from 12:58 until 16:14 UTC and on September 11, 2018 from 12:33 until 12:47 UTC, the Salesforce Technology team resolved a service disruption on the EU18 instance. During this time, end users were unable to access the service. While the root cause of the recent EU18 service disruptions is unknown, we have narrowed down the possibilities to a software fault and a server configuration issue that caused contention on the application tier. Salesforce has implemented workarounds to prevent additional incidents, and has established procedures to recover quickly if they occur. Salesforce is working around the clock, and this issue has the highest level of attention from our Technology leadership and our executive team.